Returns and refunds

Changing your mind

Unopened products in their original condition can be returned within 14 days of delivery for a refund. Please write to care@koyulondon.com or use the form at koyulondon.com/contact first so we can arrange the return and give you the address.

For reasons of hygiene, skincare that has been opened or unsealed cannot be returned unless it is faulty. This is a recognised exception under the Consumer Contracts Regulations 2013.

Faulty or damaged products

If a product arrives damaged or is faulty, you are entitled to a replacement or a full refund under the Consumer Rights Act 2015. Contact us with your order number and, where possible, a photograph, and we will put it right.

How refunds are paid

Once a return reaches us and has been checked, we refund the price you paid to your original payment method within 14 days. Original delivery charges are refunded when an order is returned in full within the 14-day period; the cost of returning an unwanted item is paid by you unless the item is faulty.

Gifts

Gift wrap and handwritten cards are prepared to order and are not refundable once the order has been sent, unless the order itself is faulty.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer in the United Kingdom.

Koyu London, Cote Green Farm, Wortley, Sheffield S35 7DH, United Kingdom.